iWild Casino UK - Se ha retrasado el pago de las ganancias del jugador.

Hi I'm not too sure what else to do as Iwild are very unhelpful and just keep telling me I am priority when I am not.

Hi my complaint today is about iwild. Everytime I win more then 200 I am made to verify, I have been forced to verify myself twise in 2 months.

I won 800 which is the most iv ever won from this site I withdrew like I normal do. After 2 days they cancelled it and request verification again, I sent all the documents they asked for, On the 4th day of waiting they emailed me and asked for a utility with my date of birth on it. This document is something I can not provide as the utilities in the UK do not have a date of birth on it, I told this however I'm on day 8 of no responses from kyc team. Still unable to withdraw. I have been a loyal customer of theirs for years I have verified 4 times all in all.

What can I do about this.

It feels like a ploy to keep me from withdrawing my 800

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Dear Becca1221,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No problem I will come back on day 14. I'm in day 8 so far. Can you tell me if its normal procedure to ask for verification everytime you win more then 200 though? Iv not expirenced this on any other site

Dear Becca1221 and Casino Guru,

Thank you for contacting us regarding player's concern. Upon provision of necessary documentation, it was reviewed by the KYC department and the player is now fully verified. As a result, account restrictions were lifted.

We thank the player for their cooperation in this matter.

Respectfully,

iWild Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Becca1221,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila